. mB&)r

X ' : 

### taaHtenGW © 1? a'OQiJGHgaaES'pgij), -



## Augus t 9" " 201 1 Docket s U.S . Department

o f Transportatio n 40 0 7t hSt . S.W . Roo mPL-40 1 Washington , D.C . 2059 0 Dea r Sir : Revise dLIA T Famil y Assistanc e Pla n c r 

## " 0

••V ) 

### r n--^ . ^

^ '-Dzpr n

- O



## LIAT (1974 ) Ltd. , a

nairlin e registere di

nAntigu a& Barbud awhic hconduct s schedule d passenger flight s to Puert o Ric o andth e U.S . Virgi nIslands , pursuan t to th e requirement s o f

U.S . Publi c La w 105-14 8 Foreig nAir

Carrie r Famil y Support

Act, Decembe r

16 . 199 7 andU.S . Publi c La w No . 108-176 , Dec . 12 , 2003 , Century o f Aviatio nReauthorizatio nAct, Section . 809 , Availability o f

Aircraf t Accident

Site Information , paragrap h(b ) Foreig nAir Transportation , hereb y submit s it s revise dFamil y Assistanc e Pla ndate d5 Jul y 2011 . Thi s Pla nreplace s all previou s Famil y Assistanc e Plans . LIAT als o wishe s i

t to b e know ntha

t th e Servic e Provider

mentione di

nth e pla nwill , effectiv e I September

2011 , ceas e to b e FEI Behavioral Health , an dwil l b e KENYON ® FNTERNATIONA

LEMERGENC Y SERVICES , FNC . 

# '^'^VZ^u ^ ACiJM^y^y ^ Bria nChallenger Chie f Executiv e Office

r (Ag. )

Serving : Anguilla , Antigua , Barbados , Dominica , Grenada , Guadeloupe , Guyana , Nevis , Puert o Rico , Dominica n Republic , St . Croix , St . Kifts , St . Lucia , St . Maarten , Canouan , St . Thomas , St . Vincent an d th e Grenadines , Tortola , Trinida d & Tobago .

### Lia t (1974 ) Ltd . FAMIL YASSISTANC E PLA N 5 JUL Y2011 Introductio n Pursuan t t o th e requirement s o fU.S . Publi cLa w105-14 8 Foreig n Ai rCarrie rFamil ySuppor t B Act , Decembe r16 , 199 7 an d U.S . Publi cLa wNo . 108-176 , Dec . 12 , 2003 , Centuryo f Aviatio n Reauthorizatio n Act , Section . 809 , Availabilit yo fAircraf t Acciden t Sit e Information , paragrapt ) (b ) Foreig n Ai rTransportation , Lia t (1974 ) Ltd . submit s th e followin g pla n fo r addressin g th e need s o fth e passengers , passenger s familie s an d othe rvictim s an d thei r familie s i n th e even t o fa n aircraf t acciden t whic h occur s withi n th e Unite d State s o rUnite d State s Territories , involvin g a n aircraf t unde rth e contro l o fLia t (1974 ) Ltd . Lia t (1974 ) Ltd . recognise s tha t thi s pla n i s part o fa large reffort , whic h include s th e Unite d State s Nationa l Transportatio n Safet yBoar d an d othe rUnite d State s governmen t entities , t o provid e assistanc e t o acciden t victim s an d thei rfamilie s i n th e even t o fa n aviatio n disaste r withi n th e Unite d State s o rUnite d State s Territories . Lia t (1974 ) Ltd . recognise s th e responsibilit yassigne d t o th e airlin e unde rthi s legislatio n t o ensur e i t ha s a comprehensiv e respons e pla n tha t wil l provid e guideline s an d procedure s t o enabl e th e airlin e t o ac t i n th e bes t interest s o fvictim s affecte d bya n aircraf t acciden t resultin g i n a majo rlos s o flife . T o thi s end , man yo fth e service s tha t ar e require d t o b e provide d byLia t (1974 ) Ltd . i n th e aftermat h o fa n aviatio n disaste rwil l b e performe d b ya specialis t thir d part yservic e provide rcontracte d t o provid e emergenc yrespons e personne l an d resource s o n behal fo fLia t (1974 ) Ltd . Th e servic e provider' s rol e i s outline d briefl y belo wan d i n ful l withi n th e Lia t (1974 ) Ltd . Emergenc yRespons e Manual . Th e servic e provide rwil l provid e crisi s managemen t service s an d search , recovery an d dispositio n o fpersona l effect s an d remains , a s wel l a s internationa l tol l fre e emergenc ycal l centr e service s o n behal fo fLia t (1974 ) Ltd . Th e servic e provide rwil l als o provid e o n sit e famil yassistanc e service s an d logistic s suppor t a s wel l a s liaiso n wit h th e U S NTS B an d othe rrelevan t U S agencie s o n behal fo fLia t (1974 ) Ltd . i n th e even t o fa n acciden t i n th e US , Caribbea n o rCanada , o rinvolvin g U S citizens . Th e servic e provide rwil l als o provid e psychologica l suppor t service s t o victim s an d famil y member s a s wel l a s supportin g respondin g employee s i n th e aftermat h o fa n aircraf t acciden t I n coordinatio n wit h th e servic e provider , Lia t (1974 ) Ltd . ha s develope d detaile d emergenc y respons e procedure s fo raffecte d airpor t operations , hea d offic e operation s an d acciden t sit e operations . Procedure s hav e als o bee n develope d fo rcontracte d agent s representin g Lia t (1974 ) Ltd . a t airport s tha t th e airlin e routinel yoperate s t o o rfrom . Lia t (1974 ) Ltd . recognise s th e primar yresponsibilit yfo racciden t respons e activitie s rest s wit h th e airline , however , fo rclarification , th e organisatio n wit h responsibilit yfo rcarryin g ou t particula r element s o fth e respons e o n behal fo fth e airlin e i s indicate d i n parenthesi s a t th e en d o f eac h respons e tas k

descriptio n withi n thi s plan .

Pag e 1 of6

### Lia t (1974 ) Ltd . FAMIL YASSISTANC E PLA N 5 JULY201 1 Lia t (1974 ) Ltd . Famil yAssistanc e Pla n I n th e even t o fa n aircraf t acciden t Lia t (1974 ) Ltd . wil l carr you t th e following : NTS B Notificatio n

•Notif yth e NTS B communication s cente ra t (202 ) 314 - 629 0 immediatel yupo n knowledg e o f a n accident . (Lia t (1974 ) Ltd. ) a ) Provid e plac e o fInciden t (o rgenera l vicinit yo fincident) , numbe ro fpassenger s an d cre w base d o n preliminar ydepartur e Informatio n an d numbe ro finjure d an d fatalitie s (i fknown) . (Lia t (1974 ) Ltd. ) b ) Provid e fligh t number , origination , connectio n point s an d fina l destinatio n (i fknown) , an d whethe rth e fligh t wa s domesti co rInternational . (Lia t (1974 ) Ltd. ) c ) Provid e nam e an d telephon e numbe ro fth e perso n wh o i s i n overal l charg e o fth e inciden t site . (Lia t (1974 ) Ltd. ) d ) Provid e name , telephon e numbe ran d locatio n o fth e hote l tha t ha s bee n designate d a s th e Join t Famil ySuppor t Operation s Centre . (Lia t (1974 ) Ltd . o rth e servic e provide r o n behal fo fLia t (1974 ) Ltd. ) e ) Provid e nam e an d telephon e numbe ro fth e perso n responsibl e fo rth e passenge r manifest . (Lia t (1974 ) Ltd . an d th e servic e provide ro n behal fo fLia t (1974 ) Ltd. ) f ) Provid e nam e an d telephon e numbe ro fth e perso n responsibl e fo rfamil ynotification . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. ) Internationa l Cal l Centr e Service s

•Provid e th e publi ca reliabl e publicize d internationa l tol l fre e numbe rwit h sufficien t telephon e capacit y(Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. ) a ) Whe n disseminatin g th e toll-fre e number , Lia t (1974 ) Ltd . wil l as k th e medi a t o infor m th e publi ctha t onl yindividual s wh o hav e a reaso n t o believ e a famil ymembe ro rfrien d i s a passenge ro n th e fligh t shoul d us e th e number . (Lia t (1974 ) Ltd. ) b ) Th e medi a notic e wil l emphasiz e tha t initia l call s t o th e airlin e ar e t o provid e a poin t o f contac t wit h th e airline , provid e basi cfligh t informatio n t o th e caller , an d gathe r informatio n s o th e airlin e ma yobtai n point s o fcontac t fo reac h passenger . (Lia t (1974 ) Ltd. ) c ) Th e medi a wil l b e aske d t o re-emphasIz e th e airlin e involved , th e fligh t number , an d airport(s ) o forigination , connectio n an d fina l destination . (Lia t (1974 ) Ltd. ) Famil yNotificatio n

•Provid e timel ynotificatio n t o famil ymember s o fpassengers , whic h wil l consis t o fcontinuou s update s base d upo n manifes t reconciliatio n wit h boardin g document s (ticke t lifts , ticke t readers , an d fina l gat e check-i n nam e list) . a ) Lia t (1974 ) Ltd . wil l provid e passenge rInformatio n t o famil ymember s a s I t become s know n an d wil l no t wai t unti l al l name s o n th e check-i n manifes t ar e confirme d befor e notifyin g individua l famil ymembers . (Lia t (1974 ) Ltd . an d th e servic e provide ro n behalfo fLia t (1974 ) Ltd. ) Pag e 2 o f6

### Lia t (1974 ) Ltd . FAMIL YASSISTANC E PLA N 5 JULY201 1 b ) Famil ymember s wil l b e notifie d i fpassenger' s nam e appear s o n a preliminar ynam e lis t an d informe d tha t confirmatio n involve s reconcilin g th e manifes t wit h th e boardin g document s collecte d a t th e gate . Onc e contac t i s establishe d wit h famil ymembers . I t i s maintained , regardles s o fwhethe radditiona l informatio n become s available . Personne l ar e traine d i n crisi s respons e an d technique s t o notif ya perso n tha t a famil ymembe rma y hav e bee n Involve d i n a disaste r(Th e servic e provide ro n behalfo fLia t (1974 ) Ltd. ) c ) Provid e notificatio n t o famil ymember s prio rt o releasin g passenge rname s t o th e public . Famil ymember s wil l b e give n appropriat e tim e t o notif yothe rfamil ymember s an d friend s prio rt o publi creleas e o fth e victim' s name . Whil e I t ma yb e necessar yfo rsom e familie s t o

. hav e mor e tha n on e contac t poin t wit h th e airline , familie s wil l b e aske d t o designat e on e primar ycontac t poin t fo rpurpose s o finformatio n sharin g amon g th e family . Th e airiin e wil l no t releas e th e victim' s nam e withou t famil yconsent . (Th e servic e provide ro n behal fo f Lia t (1974 ) Ltd. ) Passenge rManifes t Informatio n

•Provid e th e NTSB , upo n request , th e mos t curren t reconcile d cop yo fth e passenge rmanifest . Eac h cop ywil l b e numbere d o rannotate d s o I t ca n b e distinguishe d fro m previou s copies . (Lia t (1974 ) Ltd. ) Famil yAssistanc e Service s

•Provid e trainin g t o Lia t (1974 ) Ltd . employee s an d agent s t o increas e awarenes s o fth e need s o fsurvivor s an d famil ymember s followin g a n accident . (Lia t (1974 ) Ltd . an d th e servic e provide ro n behalfo fLia t (1974 ) Ltd. )

•Secur e facilitie s a t departure , arrival , an d connectin g airport s wher e famil ymember s ma yb e initiall ygathering . Thes e facilitie s wil l protec t the m fro m medi a an d solicitors , a s wel l a s provid e a plac e t o receiv e continuou s update s o n th e reconciliatio n o fth e passenge rmanifes t an d othe rinformatio n o n th e acciden t a s i t become s available . I fa t a secure d facility , famil y member s wil l b e notifie d personall yan d privatel yb ypersonne l traine d i n crisi s respons e an d deat h notificatio n tha t thei rlove d on e i s o n th e plane . (Airpor t an d handlin g agen t personne l an d th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Provid e logistica l suppor t t o famil ymember s requestin g trave l t o th e inciden t sit e (o rt o a hospita l location) . Thi s Includes , bu t I s no t limite d to , transportation , lodging , meals , security , communications , an d incidentals . Lia t (1974 ) Ltd . wil l conside rth e followin g durin g selectio n o f a facility : qualit yo frooms , siz e o ffacilities , privac yfo rfamil ymembers , relativ e locatio n t o medica l examiner' s office , temporar ymorgue , airpor t operations , acciden t site , NTS B Investigatio n headquarters , an d medica l treatmen t facilities . (Th e servic e provide r Internationa l Cal l Centr e o n behalfo fLia t (1974 ) Ltd. )

•Infor m famil ymember s (o rfamil yfriends/clerg ywh o ar e wit h th e family ) a t a n appropriat e time , a s eari ya s possibl e afte rbein g notified , tha t i t i s critica l the ycontac t thei rfamil ydentis t t o obtai n denta l record s an d denta l x-ray s o fthei rlove d one . Familie s wil l b e aske d t o hav e th e record s an d x-ray s sen t vi a overnigh t deliver yt o th e addres s o fth e hote l wher e th e Join t Famil ySuppor t Operation s Centr e i s located . Familie s wil l b e tol d t o sen d th e packag e t o th e attentio n o fth e Deput yDirector , FA , NTSB . Familie s wil l b e advise d tha t i fthe yar e comin g t o th e sit e withi n th e nex t 4 8 hours , the yma yarrang e t o han d carr ythes e documents . (Th e servic e provide ro n behalfo fLia t (1974 ) Ltd. )

•Mak e provision s fo ra Join t Famil ySuppor t Operation s Centr e t o Includ e space , communicatio n an d logistica l suppor t t o assis t loca l an d Federa l staff . (Th e servic e provide r o n behal fo fLia t (1974 ) Ltd. )

•Mak e provision s fo rprivat e area s withi n th e hote l fo rDMOR Tan d medica l examine r personne l t o collec t ant e morte m informatio n fro m familie s a t th e site . Lia t (1974 ) Ltd . wil l als o provid e quie t spac e an d communication s resource s fo rDMOR Tan d medica l examine r Pag e 3 o f6

### Lia t (1974 ) Ltd . FAMIL YASSISTANC E PLA N 5 JULY201 1 personne l t o telephonlcall ycollec t ant e morte m informatio n fro m familie s wh o decid e t o sta y awa yfro m th e site . Lia t (1974 ) Ltd . wil l reserv e 6 t o 1 5 room s fo rcrisi s counseling/DMOR T use . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Inquir e a t th e tim e o fnotificatio n o rsoo n afte rI ffamil ymember s desir e AR C crisi s assistanc e o ra n AR C perso n t o tal k to . I ffamil yi s undecide d o rsa yno , the ywil l b e aske d t o infor m thei r airiin e representativ e I fthe yreconsider . Al l request s fo rassistanc e wil l b e passe d t o a n AR C representativ e wh o wil l designat e a n AR C staf fmembe rI n th e famil ymember' s loca l are a an d reques t the ycontac t th e family . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Assis t famil ymember s a s the ytrave l t o an d fro m th e sit e b yinformin g fligh t crew s an d airpor t personne l tha t famil ymember s ar e o n particula rflights. A t departure , connecting , an d arriva l airports , famil ymember s wil l hav e airlin e personne l mee t an d assis t the m whil e o n airpor t grounds . I fnecessary , Lia t (1974 ) Ltd . wil l see k assistanc e fro m othe rairilne s wh o ma yhav e a large rpresenc e a t th e airport . Lia t (1974 ) Ltd . wil l assis t famil ymember s a s the ydepar t th e acciden t sit e an d provid e a contac t perso n wh o wil l continu e t o b e th e airlin e interfac e wit h th e famil yafte rth e famil yreturn s t o thei rresidence . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Provid e a contac t perso n t o mee t famil ymember s a s the yarriv e an d accompan ythe m a t h e inciden t site . Arepresentativ e wil l b e assigne d responsibilit yfo rassistin g th e famil ywhil e a t th e sit e an d wil l continu e t o b e th e airiin e interfac e wit h th e famil yunti l th e famil yreturn s t o thei rresidence . Upo n return , a singl e contac t perso n fo ral l famil ymember s ma yb e designated . (Th e servic e provide ran d Lia t (1974 ) Ltd. )

•Provid e a contac t perso n fro m th e airlin e t o maintai n dail ycontac t wit h famil ymember s wh o d o no t trave l t o th e inciden t site . (Lia t (1974 ) Ltd . o rth e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Establis h a badgin g syste m t o Identif yfamil ymembers . (Th e servic e provide ro n behal fo f Lia t (1974 ) Ltd. )

•Establis h a join t liaiso n wit h AR C a t eac h supportin g medica l treatmen t facilit yt o trac k th e statu s o finjure d victim s an d t o provid e assistanc e t o thei rfamilies . (Th e servic e provide ro n behalfo fLia t (1974 ) Ltd. )

•I fth e acciden t I s declare d a crime , coordinat e wit h DO J t o arrang e meeting s wit h famil y member s t o explai n thei rright s unde rth e victim s o fcrim e legislation . (Th e servic e provide r o n behalfo fLia t (1974 ) Ltd. )

•Provid e th e sam e suppor t an d treatmen t o ffamilie s o fnon-revenu e passenger s (an d an y othe rperso n aboar d th e aircraft ) a s fo rrevenu e passengers . (Lia t (1974 ) Ltd. )

•Participat e i n dail ycoordinatio n meeting s t o revie wdail yactivities , resolv e proble m areas , an d t o synchroniz e futur e famil ysuppor t operation s an d activities . (Lia t (1974 ) Ltd . an d th e servic e provide ro n behal fo fLia t (1974 ) Ltd. ) Coordinatio n wit h othe rrespons e organization s

•Designat e a n individua l wh o wil l b e th e airline' s representativ e t o th e Deput yDirecto ro fFA . Thi s individua l wil l trave l t o variou s locations , suc h a s acciden t site , morgue . Join t Famil y Suppor t Operation s Centre , an d famil yassistanc e cente rwit h th e Deput yDirecto ro fFA . Th e designate d individua l wil l hav e th e authorit yo rread yacces s t o thos e wh o hav e sufficien t authorit yt o mak e decision s o n behal fo fth e airiine . (Lia t (1974 ) Ltd. )

•Provid e th e medi a wit h continuou s update s o n th e progres s o fth e notificatio n process , t o include : providin g th e numbe ro fvictims ' familie s notifie d a s o fa certai n tim e an d th e numbe r Pag e 4 o f6

### Lia t (1974 ) Ltd . FAMIL YASSISTANC E PLA N 5 JULY201 1 remainin g t o b e notified . Lia t (1974 ) Ltd . wil l continu e thi s proces s unti l al l victims ' familie s hav e bee n notified . (Lia t (1974 ) Ltd. )

•Coordinat e an d wor k wit h an yorganizatio n designate d unde rth e Foreig n Ai rCarrie rfamil y Suppor t Ac t o n a n ongoin g basi s t o ensur e tha t familie s o fpassenger s an d victim s receiv e a n appropriat e leve l o fservice s an d assistanc e followin g a n accident . (Lia t (1974 ) Ltd . an d th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Provid e reasonabl e reimbursemen t t o th e AR C fo rservice s t o family , airiin e an d supportin g personnel . (Lia t (1974 ) Ltd. )

•Provid e necessar yinformatio n o n foreig n passenger s t o DO S representative s t o facilitat e interactio n wit h appropriat e foreig n governmen t embassies . (Lia t (1974 ) Ltd. )

•Whe n providin g assistanc e t o U S Citizen s withi n th e Unite d State s wit h respec t t o a n aircraf t acciden t outsid e th e Unite s State s involvin g majo rlos s o flife , Lia t (1974 ) Ltd . wil l consul t wit h th e NTS B an d DO S o n provisio n o fassistance . (Lia t (1974 ) Ltd. ) Dispositio n o fRemain s an d Effect s

•I n liaiso n wit h an d unde rth e authorit yo fth e Medica l Examine ro rCorone rmanag e th e recover yo fremain s an d property . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Consul t eac h passenge ro rvicti m famil yabou t th e dispositio n o fpersona l effect s an d retur n persona l effect s a s requeste d unles s th e possessio n i s neede d fo rth e acciden t o rcrimina l investigation . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

•Mak e provisio n fo runclaime d persona l effect s t o b e retaine d fo ra t leas t 1 8 month s fro m th e dat e o fth e accident . (Th e servic e provide ro n behal fo fLia t (1974 ) Ltd. ) Memoria l Consul t wit h famil ymember s abou t an yairiin e sponsore d memorial , includin g an yinscriptions . (Lia t (1974 ) Ltd . o rth e servic e provide ro n behal fo fLia t (1974 ) Ltd. )

Pag e 5 o f6

### Lia t (1974 ) Ltd . FAMIL YASSISTANC E PLA N 5 JULY201 1 Notificatio n o fDamag e t o Manmad e Structure s

•I n th e cas e o fa n acciden t tha t result s i n significan t damag e t o a manmad e structur e o rothe r property , notif yi n writin g th e owne ro fth e structur e o rothe rpropert yabou t liabilit yfo ran y propert ydamag e an d th e mean s fo robtainin g compensation . (Lia t (1974 ) Ltd. )

•Includ e i n th e writte n notificatio n t o th e propert yowner : a ) Advic e t o contac t th e insure ro fth e propert ya s th e authoritativ e sourc e fo rinformatio n abou t coverag e an d compensatio n (Lia t (1974 ) Ltd. ) b ) Advic e t o no t rel yo n unofficia l informatio n offere d b yth e airiin e representative s abou t compensatio n b yth e airiin e fo rpropert ydamag e (Lia t (1974 ) Ltd. ) c ) Advic e t o obtai n photographi co rothe rdetaile d evidenc e o fpropert ydamag e a s soo n a s possibl e afte rth e accident , consisten t wit h th e restriction s o n acces s t o th e acciden t sit e (Lia t (1974 ) Ltd. ) Transmissio n o fNTS B Hearin g

•I n th e cas e o fa n acciden t i n whic h th e U S NTS B conduct s a publi chearin g o rcomparabl e proceedin g a t a locatio n greate rtha n 8 0 mile s fro m th e acciden t site , ensur e tha t th e proceedin g I s mad e availabl e simultaneousl yb yelectroni cmean s a t a locatio n ope n t o th e publi ca t bot h th e origi n cit yan d destinatio n cit yo fth e acciden t aircraft' s flight, i ftha t cit yi s locate d i n th e Unite d States . (Th e servic e provide ran d Lia t (1974 ) Ltd. ) 

### Summar y Th e purpos e o fth e Lia t (1974 ) Ltd . Famil yAssistanc e Pla n i s t o mee t th e need s o fvictim s an d victi m familie s i n th e aftermat h o fa n aircraf t accident . Th e airlin e wil l see k t o respon d wit h sensitivity , dignit yan d respect . Th e airlin e wil l assis t an d liais e wit h th e investigatin g authorit yfo ra s lon g a s th e investigatio n continue s an d wil l commi t resource s t o th e provisio n o fassistanc e t o victim s an d thei rfamilies . Thi s wil l b e a long-ter m commitmen t drawin g o n retaine d servic e provider s a s wel l a s resource s withi n Lia t (1974 ) Ltd . 

# ^'Pr^r ^ K ^ U \ Bria n Challenge r CE O (Ag. ) LIA T(1974 ) Ltd .

Pag e 6 o f6